Delivering Knock Your Socks Off Service, 5th Edition

20Co-Workers as Partners: Communicating Across Functions

“Where does my work go?”“Who is my work important to?”

—Dun & Bradstreet

We’ve all been there. A customer calls your company’s 800 number, isn’t sure where to go in the menu, presses a number and is suddenly beamed into your world—even though he needs Brad in billing in another state. Maybe you’re working the floor of a cavernous home improvement store and a persistent customer approaches while you’re in the midst of serving someone else, asking where to find a lighting fixture located in another time zone on the opposite side of the store. Or perhaps you’re sweating blood trying to make a project deadline when an associate from sales barges breathlessly into your cubicle and pleads for ...